Senior Solution Architect

M

Manifest Solutions

Senior Solution Architect

Columbus, OH
Full Time
Paid
  • Responsibilities

    Manifest Solutions is currently seeking a Senior Solution Architect for a position in Columbus, OH.

    • Own and maintain the Solution Architecture across the SAP Service Cloud (C4C) and NICE CXone transformation, ensuring alignment to enterprise standards and utility-sector regulatory requirements.
    • Define and govern the end-to-end integration architecture across CIS (legacy), SAP C4C, NICE CXone, EDL, and peripheral business-critical systems.
    • Establish and chair Architecture Review Boards (ARBs) to evaluate and approve design decisions across all delivery towers.
    • Produce and maintain key artefacts: Solution Architecture Documents, Functional and technical designs, integration blueprints, data flow diagrams, Non-Functional Requirements (NFRs), Key Design Decision Document.
    • Enforce architecture governance through design authority — ensuring no delivery team deviates from the approved blueprint without impact assessment and sign-off.
    • Serve as the client-side technical counterpart to SAP, NICE, and all SI/consulting vendors — critically evaluating their proposed solutions against real-world feasibility and enterprise fit.
    • Challenge vendor solutioning where it introduces unnecessary complexity, technical debt, or integration risk — backed by deep domain knowledge rather than just governance process.
    • Review and technically scrutinise vendor deliverables including solution designs, integration specifications, and test strategies.
    • Lead technical workshops with consulting partners to drive convergence on agreed architectural patterns.
    • Proactively flag vendor delivery risks to programme leadership before they become programme-level issues.
    • Foresee, identify, and escalate technical risks across integrations, data flows, and system interfaces — particularly at the boundaries between legacy CIS and modern cloud platforms.
    • Own the Technical Risk Register, ensuring mitigations are assigned, tracked, and resolved within programme timelines.
    • Conduct and oversee solution assurance reviews at key programme milestones (design freeze, integration testing entry, go-live readiness).
    • Assess the impact of change requests on the broader architecture and provide timely, evidenced guidance to the change control board.
    • Lead the design of SAP Service Cloud (C4C) configuration, extensibility, and integration patterns — covering service ticketing, case management, field service, and customer 360 views.
    • Define the data and process integration between SAP C4C and the legacy CIS, ensuring customer account data, billing history, and service history synchronise reliably and in near-real-time.
    • Govern the SAP BTP (Business Technology Platform) integration layer strategy, including event-driven patterns, APIs, and iFlows where applicable.
    • Advise on SAP C4C configuration versus custom extension trade-offs to protect upgrade paths and reduce long-term TCO.
    • Define the NICE CXone architecture across omnichannel (voice, digital, chat, email), IVR/IVA, ACD routing, and workforce management — ensuring the design reflects contact centre operational realities in a utility environment.
    • Architect the CTI and screen-pop integration between NICE CXone and SAP C4C — ensuring agents have a single, contextual view of the customer at the point of contact.
    • Govern NICE CXone API integrations with EDL and other downstream systems for real-time customer data enrichment and event triggering.
    • Evaluate and challenge NICE CXone configuration decisions — particularly IVR flows, routing logic, and reporting data models — against agreed business outcomes.
    • Act as the primary technical escalation point for Programme Director, Business Owners, and senior stakeholders.
    • Translate complex architectural concepts into clear, business-aligned language for non-technical audiences — including C-suite and regulatory stakeholders.
    • Represent the architecture function in steering committees, programme boards, and vendor governance forums. Mentor and guide junior architects and technical leads across the delivery towers.

    Qualifications:

    • Deep hands-on experience: SAP Service Cloud (C4C)
    • Service ticketing, case management, customer 360, and field service processes
    • Integration with SAP ERP/S4HANA or legacy CIS systems via SAP BTP or middleware
    • C4C extensibility, SDK, and configuration vs. custom trade-off decisions
    • Deep hands-on experience: NICE CXone CCaaS
    • Omnichannel routing, IVR/IVA design, ACD, WFM, and analytics
    • NICE CXone APIs, CTI integration, and digital-first channel configuration
    • Integration of CXone with CRM platforms (especially SAP C4C)
    • Legacy CIS integration experience — designing stable integrations between modern cloud platforms and legacy billing/customer systems common in utilities
    • Enterprise Integration Architecture — event-driven design, API gateway patterns, middleware (e.g. MuleSoft, SAP BTP Integration Suite, Dell Boomi, or equivalent)
    • Non-Functional Requirements expertise — security, scalability, availability, and disaster recovery design in regulated utility environments
    • Proven experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation programmes (£10M+ preferred)
    • Experience establishing and running Architecture Review Boards and Design Authority functions
    • Track record of technically challenging and holding vendors/SIs accountable on solutioning quality
    • Proficiency in producing enterprise-grade architecture artefacts: SADs, integration blueprints, HLD/LLD, data flow diagrams, RACI
    • Experience managing technical risk registers and conducting assurance reviews at major programme milestones
    • Energy & Utilities sector experience is strongly preferred — understanding of industry-specific processes such as meter-to-cash, outage management, field workforce dispatch, and regulatory reporting
    • Familiarity with EDL (Electronic Data Interchange / Energy Data Landscape) platforms and data exchange standards common in UK/AU/EU utility markets
    • Understanding of Ofgem, AEMO, or equivalent regulatory frameworks as they relate to customer data and system change
    • Gravitas and confidence to challenge senior vendor architects and consulting leads — diplomatically but decisively
    • Strong communicator able to bridge technical and business audiences without oversimplifying critical complexity
    • Calm under pressure — utilities have zero tolerance for customer-impacting failures, and this role operates in that environment
    • Collaborative by nature but uncompromising on architecture integrity

    NICE TO HAVE

    • SAP Certified Application Associate — Service Cloud or CX portfolio
    • TOGAF, SABSA, or equivalent enterprise architecture certification
    • Experience with NICE CXone Agent Assist, Virtual Agent (IVA), or WFM Advanced modules
    • Exposure to Salesforce Service Cloud or other CRM platforms (for vendor challenge purposes)
    • Experience with Agile / SAFe delivery at programme scale
    • Knowledge of cybersecurity frameworks (ISO 27001, NIST) as applied to cloud CX platforms